Sabre Pet Food
View company profile →
Damaged Packaging
We received our package from courier, as per normal, having ordered in advance of us running out. A few days later we then opened the box to have over half the bag spill onto the utility room floor. Due to other detritus / contamination potentially on the floor we felt it couldn’t be used so we had no choice but to chuck away. I wrote to customer services explaining that I didn’t think that was good enough; in terms of the poor packaging and the standard of the product when leaving the depot and perhaps that they should have a word with their couriers. Clearly these packages are treated as you’d probably expect. I never mentioned a refund just that I thought it was poor; considering cost. The customer services team did come back very promptly and politely but quickly said that as it hadn’t been reported within 3 days of receipt then that was just tough. Like many people I suspect we don’t order dog food the day when we run out, we order in advance of us running out for obvious reasons. It’s no surprise - to me anyway - that packages perhaps might be unopened for a few days. The speed of the response around sorry, you didn’t tell us quick enough was a clear message to me that this is a stock and probably regular complaint. I hadn’t mentioned anything about a refund but they said they wouldn’t very quickly so don’t even think about asking, as it were. So all in all having been very happy I’m not so sure we are any more and in a competitive space like dog food, I would suggest perhaps the company be a bit more consumer focused and understanding. And probably need to review who they use for delivery.